Carahsoft End-User Computing Solutions Services

Transcription

1 Carahsoft End-User Computing Solutions Services Service Description Horizon View Managed Services Bronze Package Managed Services Package Options # of Desktops to be Managed Desktop Type Duration of Services Not Included Non-persistent 36 months Horizon View licenses Non-persistent 12 months Horizon View licenses Non-persistent 36 months Horizon View licenses Non-persistent 12 months Horizon View licenses Non-persistent 36 months Horizon View licenses Note: Additional Virtual Desktops may be requested by the customer at any time. The charges for these additional desktops will be in accordance with the per-desktop, per-month fees established at the start of the engagement. There is a one time set up fee for all Managed Service packages which is equal to one month of Managed Services cost. The set up is referenced in this document and is referred to as Service Transition. Services Summary The Horizon View Managed Service Bronze Package provides customers who have an existing Horizon View environment with a complete turnkey virtual desktop management service. The provider will fully manage the virtual desktops and act as the liaison between the customer and the key stakeholders who manage the platform. One standard monthly patching of virtual desktops (patching per customer requirements) will be included. This approach to server and desktop management allows the customer to retain full authority of the environment. In summary, the Horizon View Managed Service Bronze Package includes the highlighted services below: Bronze Silver Gold Desktop pool creation and desktop deployment/ provisioning Desktop image creation and optimization Ongoing desktop administration and patching Microsoft Commercial off-the-shelf (COTS) application patching and administration at the revision and security levels Tier 3 incident resolution for Enterprise Center and desktop

2 Bronze Silver Gold Proactive end-user monitoring and reporting to ensure optimal experience Profile management and Active Directory integration Anti-virus and anti-malware protection Tier 3 incident resolution for end-user monitoring, anti-virus, and profile management issues Proactive capacity management recommendations Incident management and reporting Tier 2 service desk escalation point for Customer end-user service desk personnel Setup Phase Horizon View Optimization Assessment The Horizon View Optimization delivers a best practice assessment of a customer s existing VMware Horizon View deployment. The results will create a baseline and help the customer optimize the configuration for performance, scaling, and manageability of their VMware Horizon View environment based on specified business needs. Some likely critical items identified in the Assessment Scalability of current environment VM vcpu to physical core ratio Overall CPU usage Storage Network calculation for PCoIP traffic Review of Assessment with Customer The Assessment findings will be reviewed with the customer. Any items deemed critical will be remediated by the customer before moving forward into Managed Services. The provider will remediate the critical items at the customer s direction on a T&M basis. Should the customer choose not to remediate the critical items discovered in the assessment then the provider will not be able to transition the customer into Managed Services. Any costs incurred by the provider up to this point will be recouped and the engagement will be closed out.

3 Review of Remediation The provider will review the remediated items with the customer. If the customer chooses to do the remediation themselves or through a 3 rd party, then the provider will carry out another assessment on the environment to ensure that everything is compliant and ready for a transition to Managed Services. Transition to Managed Services Managed Services Operations and Maintenance Phase Horizon View Administration The provider will utilize VMware s View Administrator, provision new desktops, and manage desktops. Desktop and Application Patching This service includes one monthly routine patching and maintenance for security and bug fixes (not the feature enhancements normally associated with major version upgrades/releases by application vendor). The provider will utilize an advanced patching tool to support the patching of the customer s environment. Legend: Coordinate: Provider s Service Desk will provide a central coordination function that helps ensure the patch/upgrade is tracked to resolution Assist: Provider will supply subject matter experts to assist customer personnel (or other vendors) in the execution of the patch/upgrade implementation using an automated patching tool Execute: Provider will coordinate the patching activities as well as conduct the necessary activities to ensure the patch/upgrade is implemented in the customer environment Patching Applications Image Desktop OS Activity (all of the below are combined into 1 monthly patching activity) One monthly patching of up to 5 applications on virtual desktops per customer requirements One monthly patching of up to 2 Golden Images One monthly patching of desktop operating systems per vendor recommendations with customer approval Coordinate Assist Execute

4 Patching Horizon View Platform Security and Bug Fixes Major Horizon View Platform Enhancements Activity (all of the below are combined into 1 monthly patching activity) One monthly security and bug fix patching of the Horizon View Platform Coordinate, evaluate, and execute periodic feature enhancing releases. Coordinate Assist Execute Note: Customer will allocate resources required for the deployment of an automated patching tool. Customer Responsibilities Access to licensing media and keys required to build images and apply applications Provide access and accounts in the customers infrastructure (as needed) Timely access to information, facilities, networks, and systems necessary to perform the required activities Provide final requirements in a timely manner as required by the implementation schedule Access to computing resources and equipment including desktop, phone, hardware, and software systems needed by provider resources to fulfill their tasks Allocation of resources for the installation of monitoring, patching, and virus protection tools Adequate work space for Managed Services personnel at the customer offices when needed Physical and remote access to facilities as required for the provider project resources to perform the associated tasks Assume all risk associated with problem(s) resulting from the content, completeness, accuracy, and consistency of any data, materials, and information supplied by the customer Maintain all hardware and software agreements for the environment in order to ensure SLAs can be met by the providers as needed Management and remediation of applications Remediation of critical items discovered in Optimization Assessment Provider Responsibilities The schedule will be finalized after discussion and mutual agreement with the customer Activity Start Duration Service Baseline Kick-off Meeting Service Commencement 1 Day Horizon View Optimization After Kick-off Meeting 2 Weeks

5 Activity Start Duration Service Transition (also referred to as Setup) Managed Services Implementation After Kick-off Meeting 3 Weeks Operations and Maintenance Horizon View Platform Administration and Desktop Patching After Service Transition Ongoing throughout the engagement Service Baseline 2 weeks Kick-off 1 Day Horizon View Optimization 2 - Weeks Service Transition 3 weeks Managed Services Implementation 3 weeks **Red dashed line indicates a potential break in activities if the Optimization Assessment reveals that critical remediation is needed in order to proceed with the transition to Managed Services. Milestones/Deliverables Monthly and Quarterly reports indicating the number of desktops being managed under this service as well as the percentage increase in number of desktops compared to the previous month. Out of Scope Application server migration, installation, and usage instructions Required software licenses or required hardware Horizon View installation, configuration, or upgrade Disaster Recovery failover support Virus and Malware remediation Support costs for application servers other than those needed to run the VDI Active Directory management and profile data file access

6 Customized patching requirements Resolution of any current environmental issues such as networking, infrastructure problems and Active Directory Allocation of resources required for the creation of a test pool Any issues related to pre-existing profile management issues Creation and/or patching of additional desktop gold images beyond those included in the service Tier 1 Service Desk Support Assumptions Customer has an existing Horizon View environment All required Horizon View Licenses are purchased separately, as needed and identified on final quote The number of desktop Golden Images and/or desktop pools is dependent on the SKU purchased All equipment and licenses will be onsite prior to implementation All network connections will be in place Additional resources required to accommodate additional monitoring tools Additional Terms and Conditions Any sale of services will be subject to standard Terms and Conditions of Sale or a Services Agreement as negotiated between the parties.

SERVICE SCHEDULE INFRASTRUCTURE AND PLATFORM SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Customer

Managed Services Product Terms 1. Our contract with you 1.1. These Product Terms apply to the services ("Managed Services") provided by the Company ("us", "we" or "our") to the Customer ("you" or "your")

IBM Virtual Server Services A smarter way to support and grow your business 2 IBM Virtual Server Services Take control of IT complexity, cost and security Are you managing a complex server infrastructure?

CLOUD SERVICE SCHEDULE Newcastle 1 DEFINITIONS Defined terms in the Standard Terms and Conditions have the same meaning in this Service Schedule unless expressed to the contrary. In this Service Schedule,

Infrastructure as a DIR Contract Number DIR-SDD-2263 Appendix C Pricing Index (per Amendment 6) All customer data is located entirely in the contiguous United States. When required the data will be located

January 2015 Comparing the Cost of Ownership of Physical PCs, VDI, and TetherView Desktops Executive Summary Physical desktop and notebook computer infrastructures no longer make sense for the corporate

Managed Hosting Service Description Version 1.10 Effective Date: 3/3/2015 Purpose This Service Description is applicable to Managed Hosting services (MH) offered by MN.IT Services (MN.IT) and described

Request for Proposals (RFP) Managed Services, Help Desk and Engineering Support for Safer Foundation www.saferfoundation.org IMPORTANT NOTICE All proposal question and inquiries must be sent by email to

Table of Contents Validating Enterprise Systems: A Practical Guide Foreword 1 Introduction The Need for Guidance on Compliant Enterprise Systems What is an Enterprise System The Need to Validate Enterprise

Service Overview tolomy s G Cloud services are designed to give you the best possible degree of control and transparency over your costs. To maximise cost efficiency on offer to our customers a wide range

Attachment E RFP Requirements: Mandatory Requirements: Vendor must respond with Yes or No. A No response will render the vendor nonresponsive. Questions Support for Information Security 1. The Supplier

LHRIC Network Support - Additional Service Features It is important to note that costs associated with LHRIC Network Support service not only cover an on-site support engineer but also include a number

ediscovery Implementation Services Statement of Work To be Executed under State Blanket Contract ITS53 Cat2B Overview: The Massachusetts Water Resources Authority is looking for a vendor to provide business

STATEMENT OF WORK LOS ANGELES COUNTY DEPARTMENT OF REGISTRAR-RECORDER/COUNTY CLERK System Center Configuration Manager Statement of Work June 19, 2015 1.0 INTRODUCTION The purpose of this document is to

Know Us The SRM group is four decades old multi-million dollar business house currently operational in 15 cities worldwide. SRM group has made its presence felt in education, training, Electronics, Technology,

Guardian365 Managed IT Support Services Suite What will you get from us? Award Winning Team Deloitte Best Managed Company in 2015. Ranked in the Top 3 globally for Best Managed Service Desk by the Service

The Cloud Desktop For Business Unify Your Business IT Experience All your apps & data in the cloud, all in one place. The Cloud Desktop houses all of your organization's applications and data in one easy-to-access

INFRASTRUCTURE AS A SERVICE (IAAS) SERVICE SCHEDULE Australia 1 DEFINITIONS Capitalised terms in this Service Schedule not otherwise defined here have the meaning given in the Standard Terms and Conditions:

END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing

SECURITY IN OPERATING SYSTEM VIRTUALISATION February 2008 The Government of the Hong Kong Special Administrative Region The contents of this document remain the property of, and may not be reproduced in

Practice law, not IT. You can save costs while outsourcing to the US law firm technology experts! Project Leadership Associates, Inc. (PLA), the largest provider of business and technology consulting services,

ADVANIA OPENCLOUD SERCVICE LEVEL AGREEMENT 1.1 SERVICE DESCRIPTION The service is designed in a way that will minimize Advania s operational involvement. Advania administrates the cloud platform and provides

Planning and Administering Windows Server 2008 Servers MOC6430 About this Course Elements of this syllabus are subject to change. This five-day instructor-led course provides students with the knowledge

1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for

This document outlines the Service Level Agreement (SLA) between University Technology Services (UTS) and our Customers for the delivery of. The purpose of this agreement is threefold: 1. To clearly represent

Intercloud Brokerage. A customer case for on-demand 3D CAD/CAM Workspaces... Customer case. On-demand 3D CAD/CAM Workspaces. Introduction. The IT department of a leading European company in the Consulting

See all, manage all is the new mantra at the corporate workplace today. 1) Do you want to schedule backups, software updates using just one consistent automation platform? 2) Do you want a product that

REQUEST FOR PROPOSAL FOR DESKTOP MANAGEMENT SYSTEM FOR MIDVALE CITY OFFICES Midvale City is inviting qualified vendors to submit a Proposal to recommend, provide and potentially install a Desktop Management

Managed IT Services System downtime, viruses, spyware, lost productivity; if these problems are impacting your business, it is time to make technology work for you. At ITS, we understand the importance

Managed IT Secure Infrastructure Flexible Offerings Peace of Mind Your Place or Ours Why Trust Your Network to SymQuest? SymQuest is an industry leader with a national reputation for service excellence

IBM Web Server as a Service Service Definition IBM G-Cloud Web Server as a Service 1 1. Summary 1.1 Service Description This offering is provided by IBM Global Business Services and provides a Web Server

Vistara Lifecycle Management Solution Brief Unify IT Operations Enterprise IT is complex. Today, IT infrastructure spans the physical, the virtual and applications, and crosses public, private and hybrid

SERVICE SCHEDULE HOSTED DESKTOP SERVICES This Product Schedule Terms & Conditions is incorporated into a Services Agreement also comprising the General Terms and Conditions which the Partner has previously

Appendix C Vendor Questions Anything t Applicable should be marked NA. Vendor Questions COTS Software Set Infrastructure 1. Typically the State of South Dakota prefers to host all systems. In the event